Refund policy
Return & Refund Policy
Thank you for shopping with Susan & Jessica London.
We want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, we are here to help and will do our best to make the return process simple and reassuring.
Return Window
You may request a return within 30 days of receiving your order.
Return Eligibility
To qualify for a return, the item must:
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Be unused and unworn
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Be in its original condition
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Be returned in the original packaging
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Include proof of purchase (such as your order confirmation or packing slip)
Reasons for Return
| Reason for Return | Return Shipping Cost |
|---|---|
| Change of mind / incorrect item ordered | Customer is responsible for return shipping |
| Defective, damaged, or incorrect item received | Free return label provided |
How to Start a Return
1. Contact Us
Please contact us before returning any item by emailing:
2. Return Authorization
Once your request has been approved, you will receive a Return Authorization (RA) number along with detailed return instructions.
3. Prepare Your Package
Please carefully repack the item in its original packaging, including any accessories or documentation.
4. Add the RA Number
Clearly write the RA number on the outside of the parcel before shipping.
Return Shipping
Damaged, Defective, or Incorrect Items
A free return shipping label will be provided.
Change of Mind Returns
Customers are responsible for arranging and covering the cost of return shipping.
We strongly recommend using a tracked shipping service, as Susan & Jessica London cannot be held responsible for lost return parcels.
Exchanges
We offer exchanges only for products that arrive defective, damaged, or incorrect.
For all other situations, we recommend:
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Submitting a return request
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Placing a new order for your preferred item once the return is approved
Restocking Fees
We do not charge any restocking fees.
Refund Process
Once your return has been received and inspected, you will receive an email confirmation regarding the status of your refund.
If approved:
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Refunds will be issued to your original payment method
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Please allow up to 10 business days for the refund to appear in your account, depending on your payment provider
If more than 10 business days have passed since approval, please contact us at:
Damaged or Faulty Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery and include:
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Clear photos of the item
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A brief description of the issue
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Your order number
We will review your request promptly and provide a suitable resolution, which may include a replacement, exchange, or refund.
Order Cancellations
Orders may be cancelled free of charge if they have not yet been processed for shipment.
Please contact us within 24 hours of placing your order at:
If your order has already been shipped, the standard return procedure will apply.
Contact Information
Susan & Jessica London
Email: support@susanandjessica.com
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT)